Customer Billing Advisor Apprentice
NORTHUMBRIAN WATER LIMITED
Durham (DH1 5FJ)
Closes in 12 days (Wednesday 1 April 2026)
Posted on 19 March 2026
Contents
Summary
As an apprentice within our Customer Billings team, you will learn how to provide unrivalled customer experience. You will become an expert at offering a friendly, proactive and high-quality service, whatever the query our customers have.
- Wage
-
£25,878 a year
- Training course
- Customer service specialist (level 3)
- Hours
-
You will need to work between Monday to Friday, 8.00am - 7.00pm and Saturday, 8.00am - 1.00pm (you will be expected to work 1 in every 4 Saturdays).
37 hours a week
- Start date
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Monday 7 September 2026
- Duration
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2 years
- Positions available
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4
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
- Answering calls or chats from our customers
- Helping customers with their bill
- Resolving queries ranging from moving house to setting up a Direct Debt set up or providing advice where they missed a bill payment
Where you'll work
Northumbria House
Abbey Road
Pity Me
Durham
DH1 5FJ
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
TRAINING ASSESSMENT & CONSULTANCY SERVICES LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Requirements
Essential qualifications
GCSE in:
- English (grade 4)
- maths (grade 4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Customer care skills
- Problem solving skills
- Analytical skills
- Logical
- Team working
- Initiative
- Non judgemental
- Patience
Other requirements
DBS required.
About this employer
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come. We do this by providing reliable and affordable water and wastewater services for our customers. Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
http://www.nwg.co.uk (opens in new tab)
Company benefits
Tap Into Benefits
Pension etc
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Role within the Customer Directorate which could lead to further opportunities within the organisation.
Ask a question
The contact for this apprenticeship is:
NORTHUMBRIAN WATER LIMITED
Helen Louise Smith
earlycareers@nwl.co.uk
The reference code for this apprenticeship is VAC2000022078.
Apply now
Closes in 12 days (Wednesday 1 April 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.